Whether you haven’t received an email from Social Media Management, you’re having issues resetting your password, or you no longer have access to your email address, this article will help to solve any common issues you have if you can’t log into Social Media Management.
Note:
Not having any luck with the information in this article? Please consider reaching out to our Support Team. If you are unable to get logged in, in-app chat will not be an option. In that case, please reach out via email at social-support@brandwatch.com with as much information as possible.
In this article:
- New Users Getting Registered
-
Existing Users
- How can I reset my password?
- Why didn’t I receive my password reset email?
- How long do I have to reset my password?
- Can I use the same password again?
- What can I do if I no longer have access to my email address?
- I’m having issues logging in via two-factor authentication (2FA), SAML, or Social Login
New Users Getting Registered
Why didn’t I receive my welcome email?
- Search for the Social Media Management email address
- When you are invited to join Social Media Management, you will automatically receive a welcome email from noreply@brandwatch.com which contains a link to get set up with a password. If you did not receive an email, please search your inbox specifically for noreply@brandwatch.com, including in your spam and junk folders.
- Check that the correct email address was entered
- If your Social Media Management user was created by another member of your Team, please ask them to verify that the correct email address was entered. Any user with a user role of Admin or Team Leader can check this by clicking Settings > Users.
- Check our IT System Requirements
- If you still can’t find it, please contact your IT dept. To check that no emails were intercepted by a protection software, that noreply@brandwatch.com is whitelisted, and that all criteria are met in our System Requirements.
- Request another link
- At any time, you can trigger a new email to be sent. Please see the answer below for ‘How can I get a new welcome email’ below.
- Reach out to the Support Team
- If everything looks OK and still no email has been received, please consider reaching out to our Support Team for help tracking any potential issues we encountered while sending the email.
How long do I have to activate my account?
The link in your welcome email is valid for 24 hours. If 24 hours has passed already, please follow the steps below to generate a new email.
How can I get a new welcome email?
As mentioned above, the link will expire after 24 hours. Whether the link has expired, or you have not received your welcome email, there is no need to start from the beginning. At any time, you can follow the steps below to receive a new link:
- Go to the login screen.
- Click Forgot Password? (even if no password was ever set up).
- Enter your email address followed by Request Link.
- Look out for an email from noreply@brandwatch.com.
- Click the Reset Password link in the body of the email.
Even though no password was ever set up, clicking the Reset Password link in the email will allow you to set one up for the first time and get logged in. The Reset Password link will be valid for 30 minutes.
What are the password requirements?
Check out our help center article for the full list of password requirements.
Existing Users
How can I reset my password?
Visit our Resetting Your Password article for full steps. To get started, you can follow the steps below:
- Go to the login screen.
- Click Forgot Password?
- Enter your email address followed by Request Link.
- Look out for an email from noreply@brandwatch.com.
- Click the Reset Password link in the body of the email.
You will then receive an email containing a link to reset your password.
Why didn’t I receive my password reset email?
When you choose to reset your password, the email containing your reset link will arrive from noreply@brandwatch.com. If you don’t see the email, please search your inbox specifically for noreply@brandwatch.com, including in your spam and junk folders.
If you still can’t find it, please contact your IT dept. To check that no emails were intercepted, that noreply@brandwatch.com is whitelisted, and that all criteria are met in our System Requirements. If everything looks OK or some changes were made, please consider requesting a new link by following the steps to reset your password again.
Alternatively, you can reach out to our Support Team for help tracking any potential issues we encountered while sending the email.
How long do I have to reset my password?
The link in your password reset email will be valid for 30 minutes. If the link has expired, please follow the steps above to reset your password again.
There are currently no limits to the number of times you can request a new password.
Can I use the same password again?
Yes. Provided a password meets the requirements mentioned above in this article, there are no limits to the number of times you can reuse that password.
What can I do if I no longer have access to my email address?
If you’re unable to receive a password reset email from us at your original email address, you will have two options available:
- Ask any Social Media Management user with a user role of Admin or Team Leader to delete your original user and create a new user with your new email address.
- Reach out to either your Social Media Management Customer Success Manager or the Support Team to request that your email address is updated.
I’m having issues logging in via two-factor authentication (2FA), SAML, or Social Login
If you have lost a mobile device or you are having difficulties logging in via two-factor authentication, please reach out to our Support Team for help getting your 2FA reset.